IT Systems in Business: Supporting Objectives & Value-Added Change

This report examines the role of Information Technology (IT) systems in supporting organizational objectives and driving value-added change within two prominent organizations: Mashreq Bank and Emirates Airlines. For Mashreq Bank, IT facilitates new market entry, product development, and efficient service delivery through online, mobile, and internet banking, enhancing speed and reliability. Emirates Airlines leverages IT for customer relationship management (CRM), baggage management using IoT beacons, and flexible cloud infrastructure to manage seasonal demands. The report recommends practical IT solutions, such as enhanced mobile platform usage for real-time passenger tracking and seat allocation, to further improve operational efficiency and customer satisfaction. Both organizations demonstrate the transformative impact of IT in modern business, highlighting its importance in problem-solving and adapting to evolving market conditions. Desklib provides access to similar reports and solved assignments for students.

INFORMATION TECHNOLOGY

Organization 1: Mashreq Bank
 This is the Dubai-based bank which is considered to be oldest privately owned bank of the
United Arab Emirates and was founded in the year of 1967 and was named as the Bank of
Oman.
 This was the first bank of the United Arab Emirates, which was associated with the
installation of the ATM machines and was also the first one to issue the credit and debit
cards.
 This is also the first bank of UAE to provide the feature of customer loan. The current
business operations of the bank includes the providing of conventional and Islamic
personal banking services.
 some of the business processes includes the deposits, loans, and credit card.

Role of IT Systems:
 The usage of the Information technology has been associated with helping the bank in dealing
with the various kind of challenges that are likely to be faced or are already being faced.
 The usage of the technology has been associated with opening up of new markets, new
products along with the new services as well as efficient delivery channels for the Mashreq
Bank.
 The usage of the information system has also been associated with cornerstone of the various
other financial sector reforms as well along with the reforms of Mashreq Bank.
 This has been associated with increasing the speed as well as the reliability of the bank and the
other initiatives of the bank so as to strengthen the bank. Some of the example of information
technology used is the online electronic banking, mobile banking and the internet banking.
 In addition to this the IT revolution has been associated with setting up of stage where there
exists an unprecedented increase in the financial activities of the bank all across the globe

Role of IT Systems in supporting value-added change:
 The advancements in the technology along with the continuous
development of the world wide network has also been associated with
reducing the cost of global fund transfer at a significant rate.
 The usage of the information technology has been associated with
enabling the banks to meets the high expectations that the customers
are having as they are having demands along with being tech-savvy.
 They are associated with demanding an instant, anytime and anywhere
banking facilities and the information technology has been associated
with providing of solutions to the banks so as to take care of the
accounts and the other back office requirements.

Recommendation
 The e-banking strategy that has been adopted by the bank has been responsible for making
the customers to say goodbye to the complications arising due to the huge registering of
the accounts and large paperwork’s which are to be done while opening an account.
 Besides this the e-bank is associated with providing of various kind of services to the
customers which includes the credit r debit card services, ATM, E-cheque, fund transfer
and many more.
 By all this the bank is slowly associated with moving towards the transformation from
traditional banking system to relationship banking.
 Besides this the use of Information Technology has also been associated with helping the
bank in the elimination of the different kind of problems arising due to geographical
distance.
 All this have been associated with helping the organization in changing the way of
delivering the services to the customers.
 However there is one major problem which is related to the cost of implementation of all
this technology which is very expensive but the rewards obtained from this are
comparatively very less in amount.

Organization 2: Emirates Airlines
 Emirates airlines is the airlines which is situated in Dubai, United Arab Emirates.
 This organization is the subsidiary of the Emirates Group. This is entirely owned by the
“Government of Dubai’s Investment Corporation of Dubai”.
 Emirates Airlines is the largest airline existing in the Middle East. Besides this the
organization operates handles around 3600 flights per week from its hub situated at the
Dubai International airport.
 The airline also operates in an around 140 cities in almost 81 countries and 6 continents.
 This is the fourt largest airlines in terms of the schedule, revenue, kilometres flown by the
passengers, besides being the fourth largest in terms of the international passengers carried.

Analysis of Flexible and Reliable IT Systems:
 CRM: This is another application of the Information technology found in organization, which helps in
providing the crew of the airline to have real-time customer information along with allowing them to
learn the preferences of the customers so as to register the complains of the customers as well. This is
also associated with letting the passengers to upgrade their seats minutes before any flight takes off.
 Usage of the IoT in baggage management: the organization has been associated with the usage of the
Beacons to locate the bags along with improving the operational as well as the customer services. The
organization has been associated with accepting the baggage management system at the Dubai airport.
Whereas on the contrary the organization had been associated with piloting the beacons so as to
monitor the various conditions of the equipment as well which might be including the lifesaving kits,
life jackets and many more without inspecting them physically.
 Flexible cloud infrastructure: the demand for the flights is seasonal and is associated with facing an
extreme level of peak as well as troughs. For this reason the organization has been associated with
adopting a flexible cloud computing platform so as to scale up or down the infrastructure as quickly as
possible along with providing a customer service which is consistent at all the times.

Role of IT Systems in supporting value-
added change:
 Big data usage is considered to be one of the major value added change.
 the use of loyalty program is very much essential for the organization and this is not only important from the standpoint
of the market but is also associated with acting as a source of revenue.
 Big data is something which can be used but the organization so as to help it out in managing the various kind of loyalty
programs in a way which is much more efficient along with being associated with delivering of values for the customers
and maximizing the revenue as well.
 The analysis and gathering of the customer data can be used by the organization for miles redemption offer rather than
flooding the mailbox of the customers with the ads and promotions which are general and are superficially targeted.

Recommendation of practical IT Solutions:
 Better usage of the mobile platforms is the best recommended solution.
 In most of the other airline organizations it is seen that they are having their own applications which
are generally used for the purpose of purchasing the tickets online check in and checking the
information of the flight.
 However these applications can also be used for the purpose of providing the airlines with the
information regarding the exact location of the client just few minutes before the flight timing.
 In addition to this by having access to the GPS of the client it would become possible for the
organization to if the passenger would be capable of arriving at the airport on time or not.
 This would initially be helping in the providing of information that are very much advantageous during
the high demand time and besides this the frequency of the domestic route would also be helpful as
well and the major reason lying behind this the offering of the seats to the customer who are late and
also to the persons who are waiting of the next flight and this would be helping in avoiding the empty
seats.

Conclusion
 Emirate online as well as the Mashreq Bank have been making use of the information technology from last few
decades.
 Besides this the organization is also associated with implementation of the various kind of IT equipment in order
to earn a lot of benefits.
 The organization and the IT infrastructure that they are having has been described in brief as well. In each section
a recommendation has been provided that would be helping the organization in becoming much more
advantageous and would also be helping in gaining much more benefits as well.
 The major aim of this report is to highlight the usage of the IT so as to understand the problem and change in
accordance the situation.

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